Order Processing

We process orders from Monday to Friday.
Orders are typically prepared within 3 to 5 business days from the date of purchase. Please allow additional time during holidays or high-demand periods.

Most of our garments are made to order to preserve artisanal quality and promote conscious, sustainable production.
All shipments are dispatched from our Bali studio through DHL, a trusted international courier.

Deliveries are made directly to the shipping address provided at checkout.

Cancellations

Orders can be canceled or modified within 3 hours of purchase.
If you are certain you want to cancel your order, please email us at contact@muaiessence.com within that time window.
After 3 hours, we begin preparing your piece and cannot guarantee any changes.
For custom pieces, modifications are only possible if production has not started — we recommend contacting us immediately.

Returns

We accept returns of unworn and unused items within the following timelines:

European Union customers: 14 calendar days from delivery, in accordance with EU consumer rights.

All other regions: 7 calendar days from delivery, as per our internal store policy.

Returned items must be in their original condition and packaging.

Custom-made or made-to-order pieces are final sale and cannot be returned.
To initiate a return, please email contact@muaiessence.com with your order number and reason for return. Return shipping costs are the responsibility of the customer, unless the item arrives damaged or in error.

Estimated Delivery Times

Once dispatched from our atelier in Bali, Indonesia, delivery times may vary:

Region

Estimated Delivery Time Europe 7–15 business days.

USA & Canada 7–15 business days.

Asia 5–10 business days.

Rest of World 10–20 business days.

Please note: Occasional customs checks or external factors may cause delays beyond our control.

Customs & Taxes

All customs duties, taxes, and import fees are fully covered by MUAI.
If you receive a customs notification or fee request, please contact us at contact@muaiessence.com, and we will handle the process for you.
We want your shopping experience to be seamless — our team will take care of any unexpected charges.

Delivery Address

Please ensure that your shipping address is complete and accurate.
MUAI is not responsible for delays or additional costs due to incorrect or incomplete address information.
If an order is returned due to delivery issues, the customer will be responsible for the new shipping fee to resend the item.

Delivery Method

Orders are delivered to the entrance or curbside of the specified address.
MUAI is not responsible for carrying items upstairs or inside private residences.
If you require special delivery services, please contact us prior to ordering and we will explore a custom solution.

Questions

We’re here to help.
Feel free to contact us at contact@muaiessence.com.